TheraPlatform automatically sends out an email reminder 10 min before the scheduled time. In addition to our reminder, the admin can add additional reminders, however, any additional reminder should be set up before scheduling appointments.
If one schedules first (but sets reminders after), the reminders will not apply to already scheduled appointments- only the future (not scheduled yet) appointments.
In this case, appointments that were scheduled prior to setting up your own email reminders would need to be deleted and scheduled again.
Please note that email reminders will not be sent out if appointment time passes the mark of your custom reminder set up. For example, if one sets up an email reminder to be sent out 1 hour before the session at 10:00 am and then schedules an appointment at 10:01 am for 10:30 am, the 1-hour email reminder will not be sent out as one has only 30 min left prior to appointment. This will only occur during the initial setup. If the 11:00 am appointment occurs every week, the next week reminder will be sent.
The best practice is to set up all your reminders when you set up your entire practice under the settings of TheraPlatfrom. After setting up your practice and reminders, add your clients to your list and then schedule.
If your client has not received an email reminder, please try the following:
Step 1: Check if the email reminder was sent from TheraPlatform:
- Navigate to the calendar and click on the appointment that you are concerned about
- At the pop-up box, click on the bell icon: this will show you the history of email reminders sent; if and when they were sent; and if errors occurred. If the appointment was scheduled as recurring, one will see the entire history of the email reminders sent within this occurrence with the latest on top of the list.
- If under the bell you see an error invalid email- it means that your client's email is not valid and you should correct the email by clicking on the green Edit button next to the client's name under Clients list.
- If under the bell you see a message disabled notification- it means that your email reminder notification is disabled under settings and therefore no email notification was sent. To enable email reminders: 1) Go to settings- notifications 2) Find email notification to an online meeting or/and email notification to an office visit. 3) Click on the green edit next to the online or/and office notification (email reminder) and at the pop-up box- uncheck disabled (it should NOT be marked in blue) 4) Click on save changes.
- If under the bell you see no errors and a message that the email reminder was sent with a date and time, then the email reminder was sent to your client by TheraPlatform. In this case, refer to below to troubleshoot.
Step 2: Check if the client account is set to Disable Email
- Under the Clients link, click on the green Edit button next to the name of your client and make sure that at the pop-up box the option don't email is unchecked (it should NOT be in blue).
Step 3: Ask your client to check Spam/Junk/Promotion folders to see if the email was routed there by their provider.
Step 4: Ask your client to check on the settings of the email provider to make sure that the email provider automatically does not combine emails from the same sender into one email. Gmail for example groups all emails from the same sender into one and includes the latest email at the bottom of a thread, which is difficult to find.
Here are directions from Gmail on how to disable grouping of emails so each email from the same sender is delivered separately:
- Go to your Gmail.
- In the top right corner, click on settings.
- Scroll down to the email threading section.
- Uncheck conversation view.
Step 5: If your client is using Microsoft emails such as Hotmail, msn, or outlook. Ask them, if they could use a different non-Microsoft email. Microsoft randomly blocks emails from AWS (Amazon Web Services) our hosting provider. This is something that is beyond our control and we did contact these providers but they never responded. If your client has any of these, the client could either contact the email provider to white list Theraplatform or sign up with a different provider (e.g. Gmail).
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